Publications

02 May 2011
Research & Ideas

Casino Payoff: Hands-Off Management Works Best

ensure that the casinos' best customers return to play another day. “It's not absolute freedom—it's freedom within a framework" —Francisco de Asís Martinez-Jerez And it turns out that casino hosts are ideal subjects to gain insight into... View Details

Keywords: by Dennis Fisher; Entertainment & Recreation

December 2013 (Revised March 2016)
Case

Managing Online Reviews on TripAdvisor

By: Thales Teixeira and Leora Kornfeld

In 2013, TripAdvisor was the most visited online travel site in the world. It hosted a massive repository of information on hotels and travel services, and provided millions of reviews written by consumers. Consumers were becoming increasingly motivated to read and... View Details

Keywords: Online Word-of-mouth; Online Reviews; Hotels; Internet and the Web; Marketing Communications; Marketing Reference Programs; Digital Marketing; Customer Satisfaction; Accommodations Industry; Travel Industry

Article

How Direct-to-Consumer Brands Can Continue to Grow

By: V. Kasturi Rangan, Daniel Corsten, Matt Higgins and Leonard A. Schlesinger

Direct-to-consumer (DTC) brands such as Allbirds, Casper, Peloton, and Warby Parker have creatively found a weakness in the marketing citadel of incumbent brands. By using data gleaned from daily interactions with customers, these brands have been able to adapt how... View Details

Keywords: Direct-to-consumer; Customer Journey; Business Model; Customer Relationship Management; Growth and Development Strategy

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February 2017
Teaching Note

The Tate's Digital Transformation

By: Jill Avery

John Stack was the visionary Head of Digital Transformation at the Tate, a collection of four major art galleries in the UK, including Tate Modern, the most visited gallery devoted to modern and contemporary art in the world. Stack was the architect of the Tate’s... View Details

May 2016 (Revised September 2016)
Case

Hillside Beach Club: Delivering the Ultimate Family Vacation in the Mediterranean

By: Rajiv Lal and Gamze Yucaoglu

In 2015, Edip Ilkbahar, HBC’s founder and CEO, was looking over the plans for a new branch in Cyprus. Since the inception of the company by the Alarko Group of companies in 1994, Ilkbahar’s company had enjoyed high occupancy, high guest satisfaction, and high... View Details

Article

The Growing Strategic Importance of End-of-Life Product Management

By: Michael W. Toffel

Requiring manufacturers to manage the their products when they become waste is an innovative form of regulation, one that has been adopted by countries in Asia, Europe, and North America on a variety of products that range from vehicles to appliances to batteries.... View Details

Keywords: Product; Environmental Sustainability; Cost Management; Wastes and Waste Processing; Strategy; Governing Rules, Regulations, and Reforms; Manufacturing Industry; Asia; Europe; North and Central America

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30 Apr 2008
Sharpening Your Skills

Sharpening Your Skills: Brand Management

disagrees. Key concepts include: Most B2B marketers cannot economically address thousands of small businesses using the traditional direct sales force. If left unattended, individual managers will each do their own ad hoc marketing. B2B... View Details

Keywords: by Staff; Sports; Publishing; Auto

29 Aug 2018
What Do You Think?

What Should Harley-Davidson’s Management Do?

workers but, perhaps more importantly, its loyal customer base. What should Harley-Davidson’s management do? What do you think? References: Annual Reports, Harley-Davidson Inc., for years 2013-2017,... View Details

Keywords: by James Heskett; Auto

06 Jun 2008
What Do You Think?

Why Don’t Managers Think Deeply?

of the responses to this month's question about why managers don't think deeply. The list of causes was much longer than the list of proposed responses. But in the process, some other questions were posed. Ben Kirk kicked off the list of... View Details

Keywords: by Jim Heskett

2020
Other Teaching and Training Material

Leading the Charge: A Podcase about Product Management at Opower

By: Jeffrey Rayport and John J. Lafkas

The Opower podcase materials contain audio from professor Jeffrey Rayport's interview with Ben Foster, the former vice president of product management at Opower, and more recently the co-founder of Prodify. In the podcase, Ben discusses how product management works in... View Details

Keywords: Product; Management; Growth and Development Strategy; Customization and Personalization; Conflict Management; Software

August 2016 (Revised June 2017)
Case

InsideSales.com (A)

By: Frank V. Cespedes

This case focuses on growth requirements for a company moving from its base in SMB customers (Small and Mid-Sized businesses) to Enterprise customers (companies with more than 500 employees). It examines the differences in buying processes, product requirements,... View Details

Keywords: Business Organization; Customer Relationship Management; Marketing Strategy; Organizational Change And Adaptation; Organizational Design; Talent; Talent Management; Organizations; Growth Management; Sales; Salesforce Management; Corporate Entrepreneurship; Technology Industry; United States

Article

Unconventional Insights for Managing Stakeholder Trust

By: Michael Pirson and Deepak Malhotra

Initiatives to build and maintain trust with various stakeholders, including customers, employees, suppliers and investors, are at the top of the executive agenda at many organizations. But most companies don't really understand how to manage stakeholder trust... View Details

Keywords: Values and Beliefs; Knowledge Use and Leverage; Organizational Culture; Business and Stakeholder Relations; Perspective; Trust; Cooperation

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December 2018 (Revised June 2021)
Supplement

Bulb 2017: Launch

By: John R. Wells and Benjamin Weinstock

On August 21, 2015, Amit Gudka and Hayden Wood, co-founders of Bulb Ltd. (Bulb) launched a new business to supply energy to the United Kingdom’s 27 million residential homes with a promise of 100% renewable electricity at affordable prices. By the end of March 2017,... View Details

16 Jun 2008
Research & Ideas

Seven Tips for Managing Price Increases

sticker shock? 1. Understand Your Customers. There are at least four ways in which customers can respond to higher gas prices: downgrade from premium to regular; take fewer trips by car, consolidate errands, switch to public... View Details

Keywords: by John Quelch

March 1998 (Revised October 2001)
Case

Teradyne: Corporate Management of Disruptive Change

By: Joseph L. Bower

Two cases deal with the introduction of a new product to Teradyne's line of semiconductor test equipment. This case deals with the problems facing the head of a start-up division responsible for developing and bringing to market a new product based on technology deemed... View Details

Keywords: Business Startups; Disruption; Management; Market Entry and Exit; Product; Problems and Challenges; Competitive Strategy; Corporate Strategy; Technology

30 Apr 2024
Book

When Managers Set Unrealistic Expectations, Employees Cut Ethical Corners

willing to approve continued sales of a drug known to be lethal to some customers in fulfilment of their assigned role to maximise value for shareholders (Armstrong, 1977, p. 204). And so on. Yet, the insights from this research and their... View Details

Keywords: by Dina Gerdeman

April 2009
Supplement

Merck: Managing Vioxx (E)

By: Robert L. Simons, Kathryn Rosenberg and Natalie Kindred

Keywords: Leadership; Decision Choices and Conditions; Customer Focus and Relationships; Pharmaceutical Industry

April 2009
Supplement

Merck: Managing Vioxx (G)

By: Robert L. Simons and Natalie Kindred

Keywords: Decision Choices and Conditions; Leadership; Customer Focus and Relationships; Pharmaceutical Industry

March 2023
Supplement

Allianz Türkiye (C): Managing the 2017 Hail Storm

By: John D. Macomber and Fares Khrais

Allianz Turkey is a property casualty insurance company operating in a region experiencing increasing losses from natural catastrophe events related to climate change, for example hail, wildfire, and flooding. There are also substantial other natural catastrophe... View Details

Keywords: Insurance And Reinsurance; Natural Disasters; Turkey; Insurance; Climate Change; Analytics and Data Science; Insurance Industry; Financial Services Industry; Turkey